5 Replies Latest reply: May 31, 2012 10:45 AM by David Pinkowitz RSS

    Auto populate contact information in FootPrints

    Gordi Sabados



      I was just wondering if there is a way to populate the Contact Information to default to the user that is currently logged into the system?
      FootPrints 10.0.2 (SQL Server,Windows)


      Currently, the way it is working is an agent selects "New Change Request" and then has to fill in their name by choosing "Select Contact" and after they have found their user ID it is populated in the record with the the information.


      For incidents it should remain open since the Service Desk will fill in the contact information of the caller, but the way our process is setup, majority of Change and Problem records are opened by the users themselves, thus adding an extra step every time they have to fill in a record.

      We are using LDAP connection so can the system be configured to use the ID of the person logged in to auto-populate this contact information?



        • 1. Re: Auto populate contact information in FootPrints
          Paul Tipping



          From Preferences, under the Issue Page tab, you can choose Prefill New Issues with My Contact Information.


          This will then use the agents details when a new issue is created.


          This will happen for all new issues and not just the "New Change Request"


          The agent will have to Clear their details and re-enter the contact for other calls.


          Hope this helps.



          • 2. Re: Auto populate contact information in FootPrints
            Kiet Le

            If the non-agent user is assigned to a customer based role.   Their contact information should automatically be populated in the contacts field when they open up a new request and or work order.   As long as your active directory information is up to date and accurate.   The information should be accurate.



            As for agents, the auto population will occur if you type in a partial name, or a userID and hit enter.   Auto population should occur there.  You do not want to use the above suggestion because one will have to remove the contact information everytime you create a work order.


            Right now for our environment, customers only will get the contact fields already generated when opening a new work order.   Agents however will have to type in a partial field and hit enter for the rest of the information to auto populate.

            • 3. Re: Auto populate contact information in FootPrints
              Gordi Sabados

              Thanks Paul - that is the information I was looking for.  As an administrator, can I enable that setting as defualt for all Preferences for all users or does everyone individually have to go and make that update?



              • 4. Auto populate contact information in FootPrints
                David Pinkowitz

                The previous response will help individual agents prefill their contact information. If you would like to push this out for all your agents, you can do the same with Administration | Workspace | Agent Preference Templates. Again, under the "Issues" section, enable "Prefill New Issues with User's Contact Information." Once you've created or modified a template, you can associate it with specific agent roles and can update existing agents.

                • 5. Auto populate contact information in FootPrints
                  David Pinkowitz

                  You can use Agent Preference Templates to do this. See my other reply to your original post.